The Amperecloud Platform ticket system enables you to effectively track and manage reported problems with your system.
Step 1: Call up tickets
- Navigate to “Tickets” via the left-hand menu or the start page. Then select the attachment whose master data you want to edit or view.
Step 2: Filter settings
In the top section, you will find filter options that you can use to configure the tickets displayed. The filters include:
- Assigned user
- Affected Facilitys
- Status of the ticket (Open & Closed)
- Mute
- Severity (Maintenance, Defect, Warning, Error, Critical)
You can either display the tickets as a simple list or as a grouped list per system by clicking on the grouping icon on the right-hand side of the screen.
To create a new ticket, click on +New ticket.Step 3: Ticket overview
In the middle of the screen you will see a general overview of your tickets. The overview can be sorted according to various criteria by clicking on the column titles (e.g. name or status):
- Is the problem still present or already solved?
- How critical is the problem? Amperecloud Platform categorizes tickets into “Warning”, “Error” and “Critical”.
- Which Facilitys and, if applicable, which component within the system is affected?
- When did the problem last occur?
Click on a line to open the ticket for a detailed view.
Step 4: Detailed view of a ticket
The detailed view provides you with further information on the reported problem with the system.
- Status: This area provides you with a brief summary of the status of the ticket. You can mute and close the ticket here.
- Mute/Loud: If you close the ticket and the problem occurs again in the future, the system will automatically reopen the ticket. If you mute the ticket, it will not be displayed again if the problem occurs again until you unmute it.
- On the left-hand side, you can read and edit the name, severity level and description of the ticket.
- On the right-hand side, you can select the relevant system and the affected component within the system and assign it to one or more users.
- You can mark the ticket as “Recurring”. In this case, the ticket opens again automatically after a certain period of time.
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Tasks: In this area, you can create tasks for the relevant ticket, which can be processed individually. The following task types are available:
- ToDo: A simple “ToDo” task that can be ticked off, similar to a classic “ToDo” list.
- Check: Similar to a “ToDo”, but with the option of specifying a result (✓ as well as ✗ and -).
- Data entry: Enables values to be stored directly in the task, e.g. a measurement.
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Comments: This section allows you to add comments to the ticket. These comments can be read by your colleagues with access to the corresponding attachment and feature and serve as a medium for exchanging information to solve the problem.
- Below the comments section, you will see a list of all changes.
Need More Help?
If you encountered any difficulties or need further assistance, here are some steps you can take:
Contact Support:
- Email: Reach out to our support team by emailing us at support@amperecloud.com. Provide as much detail as possible about the issue you're facing.
Phone Support:
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Call our customer service at
+49 30 6293 77201. Our support hours are Monday to Friday, 9 AM to 5 PM (local time).
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